Patient Assistant

Job Details

Job Location:

Corporate
- Orleans, MA 02653

Position Type:
Full Time

Salary Range: $24.00 - $28.50 Hourly

Joining Outer Cape Health Services isn't just about taking on a new role; it's about embracing a mission that goes beyond the day-to-day. Here, you become part of a dedicated team committed to safeguarding and nurturing invaluable community health resources. Our ethos is built on creating a vibrant and inclusive workplace where every team member is valued and recognized for their unique contributions.

Our mission is to provide a full range of primary health care and supportive social services that promote the health and well‑being of all who live in or visit the ten outermost towns of Cape Cod.

OCHS now cares for more than 20,000 patients annually, and no one is denied access to services due to an inability to pay. Founded in 1987 through the merger of Health Associates of Provincetown (established in 1972) and the AIM Medical Center in Wellfleet (established in 1966), Outer Cape Health has a long history of successful growth and expansion in pursuit of this mission.

As a Patient‑Centered Medical Home, OCHS holds itself to the highest standards. Ensuring patients have access to care when they need it and request it and validating that staff are working at the top of their licensures are the foundations of this model.

At Outer Cape Health Services, our core competencies are the foundation upon which our organization is built, guiding us in our mission to deliver exceptional health services to our communities. Our focus on fostering teamwork ensures that we operate as a cohesive unit, valuing each member's contribution and working synergistically towards common goals. Integrity and honesty stand at the heart of everything we do, creating a culture of trust and respect among our team and the communities we serve.

Embracing technology, we continually seek innovative solutions to enhance our services and operations. Finally, being patient‑centered, we prioritize the needs and well‑being of those we serve, striving to exceed expectations and make a meaningful difference in their lives.

The Patient Experience Assistant serves as the first point of contact for patients and families requiring service recovery, support, or assistance navigating their care experience. Reporting to the Director of Patient Experience, this role will work collaboratively with clinical and operational leaders, this role investigates patient concerns, coordinates timely follow‑up, identifies opportunities for improvement, and promotes a culture of service excellence across the organization.

This position manages patient feedback programs, monitors patient satisfaction trends, and provides data and recommendations that support organizational quality improvement initiatives. The role transforms individual patient experiences into organizational learning opportunities that improve care for all patients.

• Respond to patient concerns, complaints, compliments, and grievances with professionalism, empathy, and timely follow‑up.
• Conduct fact‑finding conversations with patients, families, providers, and staff to fully understand concerns.
• Document patient interactions and service recovery activities in Epic and other tracking systems.
• Ensure patient concerns are addressed in accordance with organizational policies and regulatory requirements.
• Escalate patient safety, quality, or compliance concerns to appropriate leadership.
• Monitor patient satisfaction survey results and patient comments to identify trends and opportunities for improvement.
• Prepare routine reports and dashboards summarizing patient experience metrics and themes.
• Recognize and share positive patient feedback with leaders and staff.
• Partner with clinical and operational leaders to implement service recovery and patient experience improvement initiatives.
• Develop and maintain educational resources, communication tools, and patient‑facing materials that enhance the patient experience.
• Support community outreach and communication efforts…